Crawford Services, Inc.
Customer Service Specialist C459 Geisel HVAC-Elyria
Crawford Services, Inc., Elyria, Ohio, us, 44036
Position Title:
Customer Service Specialist
Reports To:
General Manager or Office Manager
Status:
Full-time, Regular position
Category:
Customer Service/Support
Position Summary The Customer Service Specialist handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center.
Key Responsibilities
Answers incoming phone calls from customers and assists call or routes call to appropriate person
Maintains good customer relations and ensures that all calls meet Service Experts’ standards
Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquiries, technician ETA, scheduling issues, and general company product and service questions)
Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
Maintains customer records by updating account information
Accurately dispositions calls in call monitoring software
Adheres to CPI compliance regulations when taking payments over the phone
Updates capacity planner whenever calls are booked, rescheduled or canceled
Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response
Communicates with customers on the status of service calls
Assists with dispatching as needed
Continually maintains working knowledge of all company products, services, and promotions
Working with dispatch to improve accuracy in scheduling and speed of response
Reliable attendance and on-time job performance
Performs similar/other duties as needed or assigned
Qualifications
High school diploma or equivalent with 1 year experience working in customer service or other customer-facing environment
Experience or training the use of computers and related systems in an administrative office environment
Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
Excellent customer-service, communication, and interpersonal skills
Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.
Ability to work effectively in both a team and an independent environment
Ability to make decisions based on established guidelines and procedures
Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Effective organizational and time-management skills. Must be able to prioritize work based on service demands
An understanding and knowledge of the HVAC/Refrigeration Industry is an asset
Benefits
Competitive Pay, including incentive opportunities for many positions
Paid Time Off and Company Holiday Pay
Medical /Dental /Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance, for you and options you can elect for your family
Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
World Class Training opportunities through our Experts University
Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com
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Customer Service Specialist
Reports To:
General Manager or Office Manager
Status:
Full-time, Regular position
Category:
Customer Service/Support
Position Summary The Customer Service Specialist handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center.
Key Responsibilities
Answers incoming phone calls from customers and assists call or routes call to appropriate person
Maintains good customer relations and ensures that all calls meet Service Experts’ standards
Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquiries, technician ETA, scheduling issues, and general company product and service questions)
Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
Maintains customer records by updating account information
Accurately dispositions calls in call monitoring software
Adheres to CPI compliance regulations when taking payments over the phone
Updates capacity planner whenever calls are booked, rescheduled or canceled
Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response
Communicates with customers on the status of service calls
Assists with dispatching as needed
Continually maintains working knowledge of all company products, services, and promotions
Working with dispatch to improve accuracy in scheduling and speed of response
Reliable attendance and on-time job performance
Performs similar/other duties as needed or assigned
Qualifications
High school diploma or equivalent with 1 year experience working in customer service or other customer-facing environment
Experience or training the use of computers and related systems in an administrative office environment
Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
Excellent customer-service, communication, and interpersonal skills
Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.
Ability to work effectively in both a team and an independent environment
Ability to make decisions based on established guidelines and procedures
Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Effective organizational and time-management skills. Must be able to prioritize work based on service demands
An understanding and knowledge of the HVAC/Refrigeration Industry is an asset
Benefits
Competitive Pay, including incentive opportunities for many positions
Paid Time Off and Company Holiday Pay
Medical /Dental /Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance, for you and options you can elect for your family
Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
World Class Training opportunities through our Experts University
Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com
#J-18808-Ljbffr